Tribe Lead / Program Manager – Customer Service & Digital Transformation - Freelance

We are looking for an experienced Tribe Lead / Program Manager to drive customer service transformation and operational excellence within a leading financial services organization across Belgium and the Netherlands.

📍 Location: Belgium / Benelux

💼 Experience: 10+ years

🗣️ Languages: Dutch, French and English

🏠 Work model: 50% on-site / 50% remote

The mission

• Define the business vision and strategic roadmap for customer service, after-sales and pre-collection journeys.

• Lead and prioritize the cross-squad product portfolio, maximizing business value and customer satisfaction.

• Drive digitalization, automation and AI initiatives, including contact-center solutions, chatbots, virtual agents and self-service capabilities.

• Improve operational efficiency, customer experience and cost-to-serve through process optimization.

• Manage strategic planning, KPIs, business cases and benefits realization.

• Ensure alignment with regulatory requirements, risk management and operational resilience.

• Lead and develop Product Owners and multidisciplinary teams, fostering Agile maturity and collaboration.

• Partner with senior management, IT, Operations, Risk and Compliance to deliver measurable business outcomes.